Response Templates

When multiple team members handle customer feedback, response quality can vary. Templates establish a baseline quality level by providing well-crafted starting points. Your best replies become reusable patterns rather than one-time efforts.

Handling a high volume of responses and reviews is time-consuming. Templates let your team respond in seconds instead of minutes, especially for common scenarios like thanking a promoter or acknowledging a complaint.

Every template supports both English and French content. When replying to a contact, demeterrr can use the version that matches the contact's language preference. This is particularly important for Quebec-based businesses that serve both English and French-speaking customers.

Click the Create Template button at the top of the page. A dialog opens with the following fields:

Give your template a descriptive name that makes it easy to find. Good names describe the scenario: "Thank You - Promoter NPS", "Apology - Service Delay", "Follow-up - Feature Request". Avoid generic names like "Template 1" that don't help your team pick the right one quickly.

Select one of four categories to organize your templates:

Categories help your team quickly scan the template list and find the right tone for the situation.

Enter a subject line in English and/or French. Subject lines are used when the reply is sent via email. If you leave the subject blank, the system will use a default subject line.

The body is the main content of your reply. You must provide at least the English version. The French version is optional but strongly recommended if you serve French-speaking customers.

Write your templates in a natural, conversational tone. Avoid overly formal language. Include placeholders in your text that the team member can fill in before sending, such as:

• "[Customer Name]" for personalization
• "[Specific Issue]" for context
• "[Resolution/Offer]" for the proposed solution

Example template body (Positive):

Example template body (Negative):

Click on any template card to open the edit dialog. All fields are editable. Changes are saved when you click the Update button. The system tracks how many times each template has been used (shown as a counter on the template card), so you can identify which templates are most popular with your team.

Click the trash icon on any template card. A confirmation dialog appears to prevent accidental deletion. Deleting a template is permanent and cannot be undone. Existing replies that were created using the template are not affected, as the template content is copied into the reply at the time of use.

Templates are displayed in a grid layout with cards showing:

• Template name (bold, top of card)
• Category badge (color-coded)
• Usage count (how many times the template has been used)
• English body preview (first few lines, truncated)
• French body preview (shown in italic below the English preview, if provided)

As your template library grows, use the category system to maintain organization. Consider creating templates for each common scenario your team encounters.

Identify the 5-10 most frequent types of feedback your team handles. Create templates for those first. Common starting points:

• Thank you for positive NPS (9-10)
• Acknowledgment of passive feedback (7-8)
• Apology and follow-up offer for detractors (0-6)
• Response to a positive Google review
• Response to a negative Google review
• Follow-up after a resolved complaint

Templates should be starting points, not copy-paste replies. Encourage your team to personalize each response by referencing specific details from the customer's feedback. A template that says "We apologize for [specific issue]" requires the team member to fill in the actual issue, creating a more genuine response.

If you serve a bilingual market, ensure every template has both English and French versions. Sending an English reply to a French-speaking customer undermines the personalized experience you're trying to create.

As your business evolves, your templates should too. Set a quarterly reminder to review your template library. Remove templates that are no longer relevant, update language that feels stale, and create new templates for emerging scenarios.

When your team needs to reply to a detractor, they should instinctively look for red (Negative) category templates. For promoters, green (Positive). This color-coding system speeds up template selection during high-volume periods.

Both the template name and English body are required fields. If the save button doesn't respond, check that both fields have content. The name field also has a character limit.

If you provided French content but it doesn't appear in replies, verify that the contact's language preference is set to French. The system selects the template language based on the recipient's preferred language setting.

Response templates are used when composing replies to survey responses and reviews. They appear as selectable options in the reply interface. If you don't see them, ensure at least one template exists in your library.

To learn about managing survey responses where templates are used, see Managing Survey Responses.

For replying to reviews using templates, see Replying to Reviews.